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Work Level Standard - APS Level 3


An APS Level 3 employee would generally be required to undertake straightforward tasks although some tasks may have an element of complexity. They work under general direction against established priorities and procedures while exercising some autonomy about how work tasks are performed. Employees at this level are responsible for setting priorities and managing work flow for their role and producing work that is subject to routine monitoring by more senior staff. APS 3 employees undertake specialist, procedural, clerical, administrative support or operational tasks including some basic research and analysis activities. Employees may have a public contact role. Work may involve some limited supervision and support of employees at lower levels, as well as on-the-job training of members of a small work team. Generally, the work of an APS 3 is characterised by one or more of the following:

Leadership and Accountability

  • Have functional expertise that contributes to team goals.
  • Provide advice using well-established policy and practices as a guide, and research is conducted to prepare advice to more senior staff.
  • Have accountability for the completion of allocated tasks, making decisions within defined parameters relating to the area of responsibility, and review of work for lower level employees.
  • Have responsibility for planning own work goals and priorities that align with and achieve own and team outcomes.
  • Maximise the benefits of change and contributes to the improvement of quality and efficiency of services.
  • Identify, gather, record and share information for risk analysis activities, and development of compliance strategies.

Job Context and Environment

  • Have a general understanding of the role and functions of the agency, aware of issues that may impact on allocated work tasks.
  • Make decisions that impact the overall outcomes for the work area, but the impact on agency operations and resources is minor.
  • Have basic understanding of the impact of the work area on strategic, political or operational outcomes for the agency/program.
  • Understand relevant legislation and policy frameworks.

Independence and Decision-making

  • Exercise independent judgement and resolve workplace issues with a degree of guidance and monitoring from more senior staff.
  • Make administrative and operational decisions within defined parameters and following established procedures and protocols. Decisions are likely to impact the work area or specific function.
  • Work under general supervision and direction, exercising some autonomy regarding how work tasks are performed.
  • Perform some basic research and analysis activities.
  • Obtain the cooperation of others to resolve problems to comply with technical or administrative requirements.

Stakeholder Management

  • Liaise with internal and external stakeholders on administrative and operational matters.
  • Apply standard procedures to meet stakeholder requirements, offer assistance to solve stakeholder problems and seek assistance as appropriate.
  • Cultivate effective stakeholder relationships within defined parameters.
  • Represent the work area at internal meetings.

Management Diversity and Span

  • Have a supervisory role and/or be responsible for more complex administration. Roles may be required to undertake procedural, clerical, administrative support or operational tasks.
  • Provide supervision, limited to task allocation and organisation, monitoring quality of work, on the job training and provision of advice and guidance on procedural matters.
  • Have supervisory responsibilities including working with lower classification levels to develop work performance, as well as the planning and coordinating of tasks and work flows.
  • Carry out quality control activities to ensure work is being performed efficiently and in accordance with instructions and procedures.
  • Administer budget for team by verifying and reconciling payments and invoices.


Service Delivery

Roles at this level may:

  • Investigate and manage routine cases via resolution of customer issues with assistance from higher classification levels
  • Under substantial supervision, provide assessments and interventions
  • Provide initial customer assessment for referral to more senior employees
  • Resolve customer enquiries, provide information and options, and/or refer customers to the appropriate government or community service
  • Provide a first point of contact for customers via telephone, email, fax or face to face
  • Obtain cooperation or assistance in the administration of well-defined activities
  • Draft replies to straightforward queries
  • Coordinate, record and monitor correspondence flow
  • Provide administrative support including responsibility for accounts, travel and diary management and some routine secretariat duties
  • Assist in the provision of buildings management services
  • Provide a standard range of core customer services
  • Undertake processing and customer service duties including analysing, validating and processing claims, enrolments, prescriptions, applications, adjustments and registrations
  • Check the accuracy of information and work
  • Undertake straightforward quality assurance tasks or activities
  • Prepare draft procurement documentation and provide information relating to finance and procurement for checking by higher classification levels

Program and Project Management

Roles at this level may:

  • Retrieve information on projects and programs for staff at higher classification levels
  • Perform preliminary research for input into reports
  • Liaise with contractors, monitor daily performance and escalate issues where necessary
  • Maintain and use information databases including data entry and data retrieval tasks to support program and project objectives
  • Check the accuracy of information and work
  • Check payments, purchases and expenditure


Roles at this level may:

  • Prepare draft policy documentation for review by higher classification levels
  • Draft replies to straightforward queries about policy or procedure

Regulatory Functions

Roles at this level may:

  • Check task adherence with the relevant legislation through legislative research
  • Undertake assigned audit tasks under supervision
  • Provide assistance to investigators when required
  • Provide advice and education to stakeholders within constraints of policy

Professional/Technical Functions

Roles at this level may:

  • Perform preliminary research including database searches and data retrieval
  • Undertake straightforward design and experimental tasks or activities
  • Undertake straightforward tests, measurements, investigations or trials; analyse data and prepare associated reports
  • Analyse basic data and prepare associated reports
  • Maintain records, catalogues and systems for capturing technical information
  • Develop and maintain relevant knowledge in relation to procedures and equipment
  • Apply professional/technical knowledge
  • Undertake straightforward installation, testing, operation or maintenance tasks or activities on equipment, systems or buildings
  • Undertake straightforward planning in relation to technical work
  • Perform immediate level trade based activities
  • Apply intermediate level computer or numerical control techniques
Last reviewed: 
31 May 2018